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  • Calback Caller ID

    Having an issue with the callback feature not sending any outbound caller ID when the agent accepts the presented callback.

    If the agent places an outbound call manually it does display their programmed CID, just doesn't when they accept a callback.

  • #2
    The outbound call ID used by ECC to make a callback is determined by the IRN in which the call came through. On each IRN, there is an option on the Details tab called Caller-ID for Callback calls.

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    • #3
      I forgot to update this - I did eventually find the field and got it fixed. Thanks for the reply though!

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